HLTH 4000-3 Week 6 Final Exam; Score; 100 Points (Feb 2022)

1. Question: Total quality management (TQM), referred to as in health care, became the new paradigm for quality improvement within the U.S. during the 1980s and 1990s. 2. Question: Strategic plans translate broad strategies into specific objectives and action plans. 3. Question: Patients are most likely to complain about the medical care they receive far more than about food or noise or other nonclinical concerns. 4. Question: Which of the following stakeholder groups should NOT be included in strategic planning? 5. Question: The IOM report Crossing the Quality Chasm laid out an agenda for the creation of a 21st-century health care system in the USA that is: 6. Question: Excessive employee turnover has significant effects only on the cost of recruiting and placing replacement employees. 7. Question: Which aspect(s) of the SWOT analysis aim to identify external market forces? 8. Question: Which of the following is not a necessary step in the formulation and implementation of an action plan? 9. Question: A reasonably clear picture of where the organization wishes to be in the coming few years is often an element of a mission statement. 10. Question: The book Forgive and Remember portrays the surgical culture of personal accountability on which QA is grounded, and underscores which core assumption(s) about medical errors? 11. Question: Why is execution of the strategy so important? 12. Question: Managed care is forcing an increase in customer service communication with an increasing number of external and internal customers. 13. Question: An effective mission statement must be a detailed document that includes all actions to be taken to fulfill that mission. 14. Question: What is the purpose of tactical plans? 15. Question: What do the four letters in the PDCA Model represent? 16. Question: Which of the following is necessary for successful strategy execution? 17. Question: Not all HR functions are carried out exclusively by HR staff. Which of the following would be carried out by line managers? 18. Question: The majority of hospital patients do not want: 19. Question: Whenever possible, you should give your employees the authority to address and resolve customer complaints. 20. Question: Why is it important to consider innovations in technology in development of the strategic plan? 21. Question: A supervisor can assist in the recruiting process by providing concise, up-to-date position descriptions. 22. Question: Which of the following is a typical measure used by senior management to directly assess performance of HR efforts? 23. Question: What are the components of a Situational Assessment? 24. Question: Employee Suggestion Programs: 25. Question: In addressing each customer complaint, do not: